White Oak Care Limited

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Staff treated people with kindness and respect. We observed that staff had a good relationship with a person when we visited the supported living service and were kind and caring in their approach. A relative said, “Yes, they treat [person] well. No concerns.”

People’s privacy and dignity was respected. Care and support were provided in private to ensure people’s dignity was respected. We observed people were able to have privacy when needed and staff knocked on people’s door prior to entering.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People were treated as individuals. Care plans were based around the needs of individuals and people had been involved in the care planning. Care plans included people cultural and religious beliefs. Staff were knowledgeable about people’s individual needs and how to meet them. We observed staff interacting with people in a caring and sensitive manner. A relative told us, “[Person] thinks all staff are [person] friends, [person] gets on well with them.''

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People’s independence and choice were promoted. Care plans included information about what people were able to do for themselves and what they required support with, this helped developed their independence.

People had regular reviews with their key worker on how they would like to be supported to ensure they have choice and control on the support given. For example, records showed a person’s goal was to independently do their laundry and through staff support, they were able to complete the goal independently. The registered manager told us, “We set goals to help people be more independent.” A staff member commented, “I tell them what to do sometimes, like for [person], I always encourage [person] to put on clothes, sometimes play football in the garden with other staff.” A relative commented, “Yes, they encourage [person] to be independent like wearing clothes, cleaning lower body.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff responded to people’s needs promptly when they became unwell and took actions to minimise any discomfort or distress. For example, records showed that GP had been contacted when people were not feeling well.

We observed staff were attentive and supported a person with a friendly approach at the supported living site.

There were daily shift handover meetings to ensure staff on duty could monitor and respond to people’s changing needs.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The provider supported staff in their roles. Staff received ongoing training to help in their development to provide safe and effective care to people. Staff told us they were supported, and morale was good. A staff member told us, “[Registered manager] is very supportive once I needed help.”

Staff knew who they were accountable to and understood their roles and responsibilities in ensuring people’s needs were met. They had access to a range of policies and procedures to guide them in their roles and ensured people were cared for safely.